Customer Service Representative

Benefits

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Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes - putting people first, embracing continuous learning, and thriving through collaboration and inclusion - we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work-together Job Type: Full-time, Permanent Compensation: Starting at $20.00 per hour Scheduled Hours: 37.5 hours per week PRIMARY DUTIES: The Customer Service Representative is a role supporting inbound customer service of an Insurance company. HIERARCHY: Customer Service Representative (GI) reports directly to the BPO Team Lead who reports to the BPO Senior Manager who reports to the BPO Practice & Customer Success Director who reports to the Executive Vice President CX Practice who reports to the President of the Global Video Transformation division who reports to the Chief Executive Officer . PRIMARY TASKS AND RESPONSIBILITIES: Respond to participant inquiries about their employer-sponsored group insurance plans. Assist clients with insurance coverage Provide general information about the organization. Refer clients to specialists when needed. Receive, understand, resolve complaints, and offer solutions. Provide support and guidance while complying with internal policies. Perform additional related tasks as assigned by the Service Manager. Maintain strong client relationships through follow-up. Identify and suggest improvements to enhance our services. Adhere to the information security policy to ensure the availability, integrity, and confidentiality of all data, in any form (text, graphic, audio, visual, digital, etc.). Other duties as assigned. COMPENTENCIES: Strong, clear and effective English and French written and verbal communication skills Attention to detail and accuracy. Exceptional team spirit and proactivity Exceptional time management and multitasking abilities. Remaining positive and persistent Good organizational skills Ability to work in a team. Flexible, reliable and trustworthy. Excellent interpersonal and communication skills Analytical thinking, initiative Compliance with standards and deadlines Protecting confidentiality Exceptional Attendance and punctuality Quality-focused, responsible, organized, able to prioritize Time management skills to multitask and adhere to SLAs. REQUIRED EDUCATION & EXPERIENCE: High school diploma or equivalent Customer Service: 1-3 years of experience in customer support, with a strong emphasis on opening support tickets and resolving customer issues via phone; hands-on experience with ticketing systems and high-volume call handling is a significant plus . User experience with good working knowledge of the Office Suite Comfortable with technology Group Insurance product knowledge is an asset TECHNICAL REQUIREMENTS: Microsoft Products and Operating Systems including Word, Excel, Outlook, SharePoint, and PowerPoint Genesys Cloud CX, a plus LANGUAGE SKILLS: English & French Fluency in French and English (spoken and written). Over 80% of New Era's clientele is English-speaking. WORK ENVIRONMENT: This role will be performed remotely. PHYSICAL DEMANDS: Being able to work sitting down for a long period of time and being able to type at least 30-40 words per minute EXPECTED HOURS OF WORK: Typically, 37.5 hours/week - Monday to Friday, day/evening shifts (8 AM-8 PM rotation). Overtime may be offered on occasion. TRAVEL: No BENEFITS AND COMPENSATION:

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